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Consumer advocacy

Consumer Advocacy handles complaints and questions from Oregon consumers who are experiencing difficulties with entities regulated by the division. Advocates use their extensive industry knowledge to analyze and resolve complex issues. Consumers sometimes bring issues that are outside of DFR regulation; Consumer Advocacy is often able to refer them to the appropriate regulator.

In 2024 the team handled 5,445 complaints, 17,836 phone calls and e-mails. $8,964,423 in benefits was recovered* for Oregon consumers.

Consumer Advocacy focuses on getting results for individual consumers but also serves as the front line for observing and documenting industry behavior. If the advocate determines there is a violation of the law or questionable business practice, the complaint file is referred to Market Regulation, Investigations, or Enforcement.

Phone:
888-877-4894 (toll-free)

Insurance email:
DFR.InsuranceHelp@dcbs.oregon.gov

Financial services email:
DFR.FinancialServicesHelp@dcbsoregon.gov

Hours of operation:
8 a.m. to 5 p.m.

Address:
350 Winter Street NE
P.O. Box 14480
Salem, OR 97309-0405


Complaints (Opened Quarterly)

Q1-2024
Q2-2024
Q3-2024
Q4-2024
Q1-2025
Banking11
19
6
12
14
Check Casher0
0
0
0
1
Collection Agencies
4
6
548
Consumer Finance14
9
15
20
15
Credit Union35
27
4137
48
Debt Buyer
 0
 0
2
 0
2
Debt Management Service Providers3
2
3
41
Insurance920
792
851
779
868
Manufactured Structure Dealer 1 1 1
2 1
Money Transmitters 37
32
28
25 18
Mortgage Banker/Broker 8 10
11
4
5
Mortgage Servicer
89
59
40
44 55
Other 13
 5
0 5  5
Pawn Broker
 1
1 20 2
Payday Loans
2 0 0
 0
1
Pre Need
 0
1
 0
 0
1
Securities19
12
15
11
23
Student Loan28
17
16
15
31
Virtual Currency
 0
 1
 0
0
0
Not Reg By DFR - All Other44
69
66
44
57
Not Reg By DFR - Banking21
19
6
816
Not Reg By DFR - Credit Unions8
3
4
3
4
Not Reg By DFR - Insurance251
230
261
231
255
Total:1,509
1,315
1,373
1,248
1,431
Recoveries
Q1-2024 Q2-2024
Q3-2024 Q4-2024 Q1-2025

$3,129,309
$2,297,939
$1,588,803
$2,267,273
$2,021,766

*Financial benefit, reported as a monetary amount, DFR is able to achieve for consumers and businesses through a process other than an administrative action that results in an enforcement order.

Insurance industry

Complaint compare search tool

Use our complaint comparison tool to check complaint history for Insurers by selecting the type of insurance from the list, then selecting Insurers of interest to compare.

Complaint compare search tool

​​​ Complaint data  (all insurers)

Below is a list of complaints Oregon consumers filed by type in the following years: